New PDF release: 101 Ways to Improve Customer Service: Training, Tools, Tips,

By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One hundred and one how one can enhance customer support offers various education and improvement interventions that may be placed to exploit without delay with frontline carrier staff. Your customer support representatives at once impact the belief that consumers have of your services and products and finally your company.В  it is crucial that your staff strengthen carrier techniques to create a favorable picture, converse successfully, and construct purchaser rapport to aid the underlying values and ideology of your company.

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Extra info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Sample text

10. Facilitate a large group discussion by asking the following questions: • How many items in the container was your group able to identify correctly? • Was this an improvement over your individual performance? Why or why not? • Were some items harder to remember than others? Why or why not? • Which items were most often remembered by the majority of the groups? Why do you think that was the case? • How much detail did you use in describing each item (for example, “red poker chip” rather than “poker chip”)?

6. After the volunteer finishes the descriptions, ask participants to name the objects. The volunteer will verify the answers against his or her master list. 7. Tell the participants to turn their sheets over and to use the back of the sheet for the next set of descriptions. 8. Ask for another volunteer to repeat the exercise, but now ask for descriptions of objects that are found in the back corner of the room in which you placed the additional objects. The rest of the participants are to remain facing forward, again trying to identify the objects described.

How so? • In what ways do we create impressions of ourselves? How do these impressions affect the way in which others respond to us? • What are some examples of situations in which wrong impressions were made? What outcomes resulted? • What is the impact of personal filters and mental models on our actions with others? • How do personal filters and mental models influence stereotyping? What can be done to prevent stereotyping? • How can service representatives use first impressions to support the service provided to customers?

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101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques by Lorraine L. Ukens


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